ITIL® Lifecycle CSI

ITIL® Service Management >

ITIL Lifecycle - Continual Service Improvement CSI Course

3 Day Instructor Led Course - 21 Contact Hours (21 PMI Professional Development Units)
Upcoming Schedules for :
Dubai 28/Jul/2024 TBA TBA Enquire Now

Gain mastery over ITIL 4 Fundamentals at SitesPower & get ready to be the change!

Course Benefits

  • Industry-expert, certified trainers
  • AXELOS-approved, high-quality course curriculum
  • Excellent classroom facilities,
  • Comprehensive courseware, practice tests & exam prep
  • Accredited institute by the UAE Ministry of Education
  • Certificate of Achievement (ministry attestation fees apply)
  • Exams: Prometric & VUE Exams available (fees excluded)
(conditions apply)

• Free Course Trial

• Free Course Repeat

• Corporate HR Investment Guarantee

• Corporate Customization

• Course Version Upgrade

Course Overview

The Continual Service Improvement (CSI) module is one of the qualifications within the ITIL Service Lifecycle work stream. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.

The CSI qualification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. It also includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.
The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process.
CSI practices can help businesses and projects continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations.



Candidates for this course must:
• Hold an ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable



The CSI Lifecycle course will be of interest to:
•Individuals who have their ITIL Foundation Certificate (or Foundation + Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications
•Individuals who require a deeper understanding of the CSI stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization
•IT professionals working in or new to a CSI environment who require and understanding of the concepts, processes, functions, and activities involved
•Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
•Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Learning Objectives:
Upon completion of this course and examination, the learner will gain competencies in:
•Understanding Service Management as a Practice and CSI principles, purpose, and objective
•Understanding how all CSI processes interact with other Service Lifecycle processes
•The sub-processes, activities, methods, and functions used in each of the CSI processes
•The roles and responsibilities within CSI and the activities and functions to achieve operational excellence
•How to measure CSI performance
•Understanding technology and implementation requirements in support of CSI
•The challenges, critical success factors, and risks related with CSI


Course Organization Logistics:

• A maximum of 12 people can attend this course with 1 instructor.
• Classroom with U-shaped seating arrangement
• 2 break out rooms where available- Whiteboard, flipchart, projector
• Previous ITIL Certificate numbers need to be provided prior to the start of the course
• The exam can be scheduled on the last day


Course Student Materials:

 Students receive a copy of the classroom presentation material, practice exam, case study, homework assignments.
• ITIL best practice core books are available as electronic .pdf, printed book and online subscription versions

About the Examination:

Evidence of ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of CSI course from an Accredited Training Provider is required to sit the exam
• It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the CSI book in preparation for the examination.
• The syllabus can be downloaded from:
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
• Pass score is 28/40 or 70%
• Distinction pass score is under consideration


• Upon successful passing of the ITIL CSI exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs) = 21


Daily Agenda Outline


Day 1

1. Introduction & SM as a practice
2. CSI Principles
3. CSI Process
Home work (review of day's material)

Day 2
4. Methods & Techniques
5. Organization for CSI
6. Technology for CSI
Home work (review of day's material)

Day 3
7. Implementing CSI
8. CSF & Risks
9. Exam Preparation/Mock Exam



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